Does your business deal with customer support over the phone? Our experience is that many IT providers, VARS and integrators often lack the time, and resources to maintain all elements of an integrated Help Desk. Customer service over the phone or using remote dial-in can easily consume vital technical resource time affecting productivity.
Many Microsoft Partners don’t have sufficient employees to provide first-line support, especially on a highly-available basis. This is one reason that outsourcing your Help Desk can be useful. Here are some of the benefits to outsourcing a help desk:
High-quality technical support
Outsourcing your Help Desk to our qualified team can give your business the competitive edge. We will answer the call on behalf of your business and provide your customers with high-quality technical support. Our engineers will be able to understand queries, explain how to fix network and user issues whilst sorting any administrative functions and logging tickets. Support given is proactive and can be escalated to your team if required. This can help improve the overall response time of the call, fixing the issue to let your team focus on the priority tasks.
By outsourcing your IT Help Desk to a white labelled service provider, value added resellers and integrators can free their in-house staff to focus on second and third-line support where specialist skills are required. In this way, your staff can focus on their in-house skills and allow the white-labelled Help Desk to work as an extension of their business. This means that they can work more efficiently and provide more services without a strain on staff resources. It gives increased contact hours with customers and increases availability. The type of work provided by our outsourced Help Desk includes:
- Responsive user support
- Proactive and preventative monitoring and patching
- Logging tickets within agreed SLAs
- Setting up mailboxes for email
- Application support for a variety of applications
Better customer relations
There are other ways that outsourcing a Help Desk can benefit your business. Help Desk staff have specialist training allowing them to communicate effectively with customers to provide support and advice in a way that they can easily understand. They have enough technical ability to deal with issues, presenting it in an effective way to customers requiring assistance. They will be a constant and friendly voice at the end of the phone providing consistent, good advice.
An extension of your business
Marathon IT is a trusted IT solutions partner who functions as an extension of your business. With a channel only model, they provide fully-managed services through to specific requirements, including a live Help Desk. For more information about utilising a white labelled help desk to support your business, get in touch with Marathon Professional Services today on 020 8329 1000.